Helpdesk Support Services

Objective:

Identify a basic overview of services, responsibilities, and tasks of the HAIS Helpdesk and Desktop groups. This information is posted for the UC Irvine community for the purpose of outlining what services these groups can provide. This document it a companion to the Desktop SLA, which covers these topics in greater detail.

Helpdesk:

Helpdesk Agents answer calls from UC Irvine affiliated customers. Based on past statistics and call volume logic, they are allocated approximately 3 minutes per call to diagnosing and attempting to resolve common HAIS hardware and software issues. If the issues is resolved in a timely fashion, the call is concluded and no documentation is created. If the Agent is unable to resolve the issue within a reasonable amount of time, an Altiris Incident is created and escalate to next tier support. 

Desktop Support:

Provides basic computer installations and troubleshooting for UC Irvine "Standard" hardware and software, on computers that are joined to the HS domain. (Definitions provided below)

Maintains an inventory of Standard Hardware to:

• Decrease the time it takes to deploy new installations and provide emergency loaners.
• Decrease the time it takes to repair damaged hardware by utilizing a loaner pool.

Requests for Service (RFS) and Trouble (TRB) calls are handled in the order they are received. Patient Care related requests are escalated to the top of the list and have a 2 hour response time.

Non Standard hardware and software requests are supported under an Hourly Contract. Some requests are referred to a local vender, or the Campus book Store for diagnosis and repair depending on the complexity of the request. The goal isto get the write skill set  to accomplish the request in the most efficient way possible. 

Desktop Support Exceptions:

Installation requests for multiple (5+) computers are deployed by the HAIS Client Services group via software solutions or manually by the engineer.

HAIS Desktop Team does not support hardware directly connected to Patients.

HAIS Desktop Team does not directly support hardware or software under contract with Venders. If the Vender has pre arranged an agreement with HAIS Support, HAIS will work with the vender to resolve individual issues. 

Definitions:

Request for Service (RFS) Incident: Request to perform a scheduled Move, Add, or Change. 

Trouble Incident: Request to perform an unscheduled duty because something unforeseen or unavoidable happened. Typically dealing with software or hardware that malfunctioned. 

Patient Care Incident: Something is malfunctioning and prohibiting UC Irvine from providing direct care to a patient. i.Patient is unable to move to the next level of care unless a resolution is found. Incidents in the Medical Records Processing Departments (SA Clinic, Building 25) 

Standard Hardware: Common Hardware purchased through HSIS for everyday use. Typically this consists of the following: 

• Dell GX or Business Class computers
• Dell LCD's
• Lexmark T Series Printers (TDS Printing)
• HP Printers (small desktop printing)
• Miscellaneous Peripherals
  • Keyboards\Mice
  • Cables
  • Power Strips
  • Scanners

Standard Software: Software that is pre-installed on the UCI\HAIS Desktop computers. Software that has been previously identified and agreed upon.

• Required Documentation provided:
• SLA Installation Instruction
• Next Tier escalation introduction
• Vender information as applicable

Project: Request for service that will require at least eight man hours. Has a beginning and end time frame associated with it. 

Common Misunderstandings:

HAIS supports all hardware and software that is at the Medical Center and Campus.

• For safty reasons, undocumented software and non HAIS purchased hardware are evaluated prior to any support is provided. Once the hardware\software is identified it must go through an approval review process. Documentation must be provided before the item is added to any support agreement. (See below for processes)

Home Computers are used for work so HAIS would support them.

• Computers not purchased by UC Irvine are typically not supported by HAIS. Some documentation is provided on the HAIS Intranet to aid the users in connecting to email, H drives, and other commonly used software, as a courtesy.

I don't know how to do to something on a computer, but HAIS will train me if I call them.

• HAIS Helpdesk is not currently staffed to provide extensive training to the UC Irvine community. HAIS assists users with minor training questions call volume permitting.
• Training issues should be handled at the user's department level.
• Human Resources may be able to provide some assistance with appropriate training resources. 

Processes:

Adding an application to the Desktop Portfolio:

Approved by HAIS Application Team

Approved by HAIS Security

Appropriate documentation and training provided